Password reset emails not sent

[jb_hagrid]

Geneva Developer Instance. Password reset emails are not being sent.

I have enabled outbound email (all forced to my personal email account) and have received emails from other notifications, so SMTP is working.

I enabled "Email Password" on the Default Self Service Password Reset Process, but nothing gets emailed. Digging through the "Pwd Reset - Master" workflow in step 4 I found the following code:

 var sendEmail = false;
   var isDefaultSelfServiceProcess = false;
   var grProcess = GlideRecord("pwd_process");
   if (grProcess.get(workflow.scratchpad.process_id)) {
     sendEmail = grProcess.send_email;
     isDefaultSelfServiceProcess = grProcess.sys_id.equals('c6b0c20667100200a5a0f3b457415ad5');
   }
   workflow.info(LOGID + "sendEmail=" + sendEmail + " emailAddress=" + email + " credStoreSysId=" + credSysId);
   var enc = new GlideEncrypter();
   var decypted_password = enc.decrypt(workflow.inputs.u_new_password);
   if (sendEmail) {
     sendConfirmationEmail(email, decypted_password, credSysId, isDefaultSelfServiceProcess, grUser);
   }

and looking in the logs I see:

undefinedsendEmail=true emailAddress=fred@example.com credStoreSysId=6e51033fbf020100710071a7bf0739e0

So it appears that even though sendEmail is true that the email is not sending, I've checked the Event Log and the event never fires. Can anyone help with this, it's driving me a little batty.

Thanks in advance,

Joe.

[epinetti]

HI

I am having the same issue... did you finally arrive to understand what happened?

Thanks for your help

[epinetti]

I found the issue for my situation

In my case the email was not sent because the original user account was inactivated and reactivated a couple months ago

When you put on NO active an account there is a BR that create a record for that user in the table cmn_notif_device with the Advice Value on False and put the value of notification on disable

Then, when you want to reactivate this account there is not an equal BR to remove/put in True that column, So, you have to do it manually

The steps I did are

1) Go to cmn_notif_device table, find your user and put on True the value for Active column

2) Go to Password Reset Request, find the account and remove all records related to that account

3) Go to the account profile and modify (if need it) the Check box for reset password (False), Enable the notifications and be sure the Active checkbox is on true

4) Run the process to reset the password from the portal or back end

That worked for me

Regards